A Study On The Relationship Of Service Innovation And Customer Satisfaction Based On Customer Participation In Catering Industry

In recent years, the rapid development of China’s service industry, especiallycatering industry, the competition gradually intensified, entrepreneurs are constantlyinnovating and exploring to increase consumer satisfaction based on their ownbusinesses’development.In this study, the relationship of customer participation,serviceinnovation and customer satisfaction has been studied on the basis of the actual situationof China’s catering industry,So the nature of relationships existing in the phenomena canbe mined, the reference for academic research can be achieced and the theoreticalguidance can be gotten by the companies about the food and beverage.In this paper refering to a large number of academic research, the relationshipabout customer participation, service innovation and customer satisfaction is studied incatering industry. Summarizing the previous research and the actual situation of thecatering industry, the customer participation is divided into the three dimensions aboutinformation sharing, cooperative behavior and social interaction; service innovation isdivided into the new service concept, the new service interface and new service deliverysystem.and then the impact mechanism of the relationship about customer participation,service innovation and customer satisfaction is builded. In addition,consumers inChina’s catering industry as a research object took part in a questionnaire survey andmultiple linear regression analysis and hierarchical regression have been made toanalyze and test data.The empirical results show that: the various dimensions ofcustomer participation and three dimensions of service innovation have a significantpositive influence on customer satisfaction; three dimensions of customer participationas an manipulated variable, the relationship between the three dimensions of serviceinnovation and customer satisfaction has been adusted partly. The information sharingplays a significant role between the new service interface, the new service deliverysystem and customer satisfaction;op the cooperative behavior between the newinterface and customer satisfaction also play a significant regulatory role, the other sixkinds of the relationship does not hold,.Finally, according to the hypothesis testingresults the relationship about the three variables are discussed and a number of targetedmanagement recommendations are made.